Help for existing box insurance customers

You can cancel your policy at any time by calling us on 0330 022 2202*. Cancellation can take effect immediately or from a later date. Cancellation cannot be backdated to an earlier date.

Provided you have not made a claim, or one has not been made against you, you will be entitled to receive a refund of premium including any premium paid for Top up Miles, less:

Please refer to your policy document for full details.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

To make an amendment to your policy, please log in to Your Portal where you can change vehicle or driver details. Alternatively, you can speak to one of our agents on Live Chat through Your Portal. Please note: this may result in an increase or decrease in premium.

If you prefer to phone, you can call Tesco Box Insurance on 0330 022 2202*. The contact centre is open Monday to Friday 8:30am-6pm and Saturday 9am-1pm.

The following administration fees apply for policy changes:

If you make more than one change at once, you will only have to pay one fee (whichever is the highest). Insurance Premium Tax will be charged or refunded at the appropriate rate.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

You can access Your Portal using the email address and password you provided. It is where we show you the information gathered by the box, including how many miles you have used and how many remain. You can also see how many Bonus Miles you have earned, buy Top Up Miles, renew your policy and access your policy documents and any saved quotes.

Your Portal will be updated regularly with your recent mileage use and we will also send SMS alerts if you are running low. We do suggest that you check Your Portal on a regular basis.

If you are running low, you can simply top up your miles via Your Portal, or phone us on 0330 022 2202*.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

The Black Box fitted to the insured car collects a wide range of data, when the car is moving and when it is stationary, such as:

We will post a summary of your driving data on Your Portal, where you will be able to see Bonus Miles awarded to you for positive driving behaviour. Please note that we are aware that occasionally you will have no alternative but to use your brakes severely to avoid an accident; occasional use of 'hard' braking will not be scored against you. We are looking at a number of factors to give an overall assessment of driving.

Our administration fees are as follows:

If you make more than one change at once, you will only have to pay one fee (whichever is the highest). Insurance Premium Tax will be charged or refunded at the appropriate rate. Please note that changes may result in an increase or decrease in premium.

No, the black box won't affect your car's performance or any electrical components.* Your battery performance is more likely to be affected by the age of your battery, other faulty accessories in the car, loose battery cables, extreme temperatures or taking a lot of short trips.

The box installation engineer will tell you if there is a possible issue with your battery life when they are fitting the box to the battery in your car.

*The power usage of the box is similar to that of a blinking led, such as the one which indicates your alarm is active.

You can earn up to 100 Bonus Miles each month by driving safely. We calculate your Bonus Miles using information from the box in your car. The safety factors we consider include speed, time of day, smooth driving, taking breaks on long journeys and the type of road you drive on.

You can also earn more Bonus Miles by using the motorway more often. The motorway is statistically safer than other types of road, so we reward customers who drive more of their miles this way. Bonus Miles help us work out how much you pay when you renew. They let you prove you are a safe driver and allow us to treat you as an individual. Bonus Miles are awarded on a monthly basis and will appear in Your Portal 7 days after the policy month has ended.

Top Up Miles are additional miles you can buy if you need more miles (on top of your Policy Miles). If you need to buy Top Up Miles you are required to pay straight away - it is not possible to pay in instalments or delay payment. You can use most major credit and debit cards and it can be done online via Your Portal on the Top Up Miles page, or by phone on 0330 022 2202*.

You can buy Top Up Miles in bundles of 250, 500, 1,000 or 2,000 miles in Your Portal, or a set number of miles by calling us, at any time during the term of your policy.

There is no limit to the amount of Top Up Miles you can buy. However, this policy is designed for people whose mileage over the year is around 6,000, 8,000 or 10,000 miles. If you drive, or are likely to drive, significantly more, this may not be an appropriate policy.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

You can buy Top Up Miles online via the Top Up Miles page in Your Portal or by phone on 0330 022 2202* at any time.

The cost of Top Up Miles depends on the price of your policy - this is called your cost per mile rate and it was set when you took out your policy, changed your details, or when you renewed.

You can see the price of your Top Up Miles bundles on the Top Up Miles page.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

If you have been involved in an accident or believe a third party may make a claim against you, please contact us as soon as possible after the incident on 0330 022 2525* and we will guide you through the process.

If the loss or damage to your car is covered by this policy, and your car is being repaired by our chosen approved UK repairer, we will provide a temporary replacement car while repairs to your car are being carried out, provided that one is available.

Temporary replacement cars are usually small cars with a manual gearbox (typically a one litre hatchback or similar). A temporary replacement car is not intended to be an exact replacement for your car. The miles you drive in the temporary replacement car will not be debited from your overall miles.

A temporary replacement car is not available if your car has been stolen and not recovered, if your vehicle is unrepairable or where accidents occur outside the UK. Please read the policy document for full details.

If your car is stolen, you need to:

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

Social Domestic and Pleasure cover includes travel/commuting to and from your normal place of work or study and any voluntary work.

You can also add business use and/or commercial travelling for the policyholder and any named driver. This will cover the policyholder and any named driver whilst using the car in connection with their business and/or commercial travelling. For more information on the exclusions and limitations, please refer to your policy booklet.

If you are experiencing difficulty paying, please contact us as soon as possible on 0330 022 2202*. The contact centre is open Monday to Friday 8:30am-6pm and Saturday 9am-1pm.

Please note that any missed payments could result in your policy being cancelled, leaving you uninsured.

* Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.

Tesco Insurance stopped offering renewals and new policies for Box Insurance on 1 September 2024. This means your car insurance policy with us will expire at the date shown on your renewal email or letter.

Aioi Nissay Dowa UK Limited (AND-E UK), the insurer behind your Tesco Box Insurance policy, also provides Autosan Motor Insurance, which is available to customers throughout the UK.

Information about how to apply are shown in your renewal documents.

We no longer offer any renewals or new policies for Tesco Box Insurance. This means your policy with us will expire automatically on the date stated in the correspondence you have received.

You’ll need to find insurance with another provider. There’s no need to let your future insurer know we’ve not been able to offer you cover.

Whilst we no longer offer cover, you may be able to find other providers that do via the British Insurers Brokers’ Association.

We’ll contact you again 21 days before your policy ends to remind you of the expiry date. We’ll also add a notification to Your Portal to let you know we can’t renew your policy.

When your policy with us ends, there's no need for you to do anything. We'll automatically switch this off, so we will no longer receive any of your driving data.

We’ll send this to you by email the day after your policy ends. It will also be available in Your Portal for a further 14 days after the policy end date.